IT Service Desk Agent

hace 2 semanas

Barcelona, Barcelona, España Webhelp A tiempo completo
About Webhelp

Webhelp is a global technology and services leader that powers the brands of the future. We help well-known brands improve their businesses with technology and integrated solutions, in over 70 countries.

Career Growth and Personal Development

We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed. At Webhelp, there's a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within. That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.

Job Responsibilities

As an IT Service Desk Agent on our team, you will:

  1. Provide first-level support to clients.
  2. Handle IT requests or issues via various channels.
  3. Perform root cause analysis and troubleshooting via phone and/or remote access and monitor IT requests and issues in the client's IT service management system, including their categorization and prioritization of IT issues and requests.
  4. Be accessible and provide a first resolution rate by using internal knowledge databases.
  5. Cooperate with clients' second-level service organizations and external service providers.
  6. Provide support to clients' employees in the operation of user systems and peripheral devices.
Requirements

Webhelp is a great match if you:

  1. Have a proficient or bilingual level of Portuguese and advanced English.
  2. Have experience in first- or second-level IT support, ideally in larger environments, is an advantage.
  3. Have good IT knowledge, especially of Windows 10, Office 365, and MS Teams, and in troubleshooting hardware and software.
  4. Have an analytical approach to complex issues.
  5. Have experience in IT service management ticket systems (ideally in ServiceNow).
  6. Knowledge of processes according to ITIL V4 is good to have.
  7. Have high customer and service orientation and high sense of responsibility.
  8. Have a reliable and systematic way of working.
  9. Are willing to learn and develop technical and soft skills and to work shifts.
  10. Have high motivation and willingness to work in a global team.
What's in it for you

In this role, we offer benefits that help you support your unique lifestyle:

  1. Full-time 39 hours/week permanent contract: Monday to Friday, from 09.00 to 18.00.
  2. Salary 18,600 euros gross/year + up to 2,400 euros gross/year in bonus.
  3. Bring-a-friend (referral) bonus opportunities.

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